A Fun and Delightful KYC Process for Tier 1 & Tier 2 Gamers

Imagine you’re a designer in a vernacular experience team in a gaming app. You want users to verify their identity through KYC. Most players find it difficult to start KYC on the platform as it is quite tedious and involves a lot of functional steps. Your challenge is to make the KYC flow engaging, intuitive and fun.

Target audience -

It includes users of 18-25 years of age from Tier 2 and Tier 3 cities of India.

The design should cater to Indian audience who are not well versed with the English language.

As a product designer, my goal was to tackle one of the most frustrating parts of signing up for an online platform — the KYC (Know Your Customer) process. Typically long and complex, the process can turn away users, especially in a gaming environment where the primary goal is fun and immersion. This case study outlines how I redesigned the KYC process to be enjoyable, seamless, and delivered in Hinglish for our target audience: Tier 1 and Tier 2 city gamers.

🙇 Understanding the Problem

Language Barrier: Users are more comfortable with Hinglish (a mix of Hindi and English), but most KYC systems use formal English.

Multiple Steps : The traditional KYC process often involves multiple steps, such as identity verification, address verification, and document uploads

Lack of Engagement: Users may find the KYC process boring or frustrating, leading to a decrease in sign-up rates and user satisfaction

Poor User Interface : The UI for KYC processes can often be very basic, with little visual feedback or interactivity.

User Interviews

I got a chance to do interview with 3 gaming users to understand the pain points and desires of a gamer.

I asked few questions to understand their needs and wants. Here are the samples

How do you feel about completing KYC when signing up for a new platform?

What steps of KYC do you find most frustrating or confusing?

Have you ever closed a platform because the KYC process was too lengthy or complicated?

What’s the ideal length of a sign-up process for you?

How comfortable are you sharing personal documents (like ID cards) online?

What kind of incentives would motivate you to complete KYC?

Gamers finds the traditional KYC boring, it hampers their gaming experience, they have to setup account, do the KYC, wait for verification and then play. They are overwhelmed by the number of steps or documents required.

Gamers, prefer quick experiences and might drop off if KYC takes too long.

Users may be hesitant to share personal information, especially if they think it as a risk to their privacy

To make the KYC process fun, engaging, and simple, I designed a gamified KYC flow in Hinglish, catering to users’ comfort with the language while keeping the overall tone light and enjoyable.

1. Language & Tone: Hinglish (Friendly and Relatable)

Hinglish Interface: The entire interface, instructions, and prompts are in Hinglish to make the process intuitive and natural. For example:

"Apna ID upload karo" instead of "Upload your ID."

"Yeh zaroori hai, bhai!" instead of "This is mandatory."

Level-based Progress: The KYC process is broken down into “levels” rather than boring forms. Each step feels like a small achievement.

Level 1: Basic Info (name, date of birth, etc.)

Level 2: Document Upload

Level 3: Verification & Final Submission

Reward System: We’ve drawn some inspiration from gaming levels, where you finish one level, earn rewards, and move up to the next. Just like that, when you complete a step in the KYC process, you’ll get a cash reward ranging from Rs 5 to Rs 1000. This encourages users to wrap up pending steps and enjoy a great experience!

🫸The Concept